Job Description
Position Title: Regional Technical Support Manager
Experience Required : 8- 10 Years.
Location: Delhi
The Opportunity
Key Performance Indicators
- Achievement of business targets (customer satisfaction-Net Promoter Score -NPS, Red Flag, RFT, Technical Case Closure, campaign completion)
- Compliance with CLIENT Workshop standards and processes (e.g. DSAT results, Field Service Actions)
- Meeting with Customers on Case-to-case basis for supporting technical resolution
- Retailer technical assessments
Key Accountabilities and Responsibilities
- To develop technical process at Retailers in line with CLIENT Standards.
- Monitor Retailer performance (e.g.- Repair standard, Red Flag, Right First Time, Quality Check, Campaigns,)
- Ensure availability of CLIENT recommended tools and equipment’s
- Review of key processes at Retailers (e.g. diagnostic processes, job cards, quality checks, concern reporting)
- Resolution of escalated customer cases.
- Ensure trained manpower at Retailers in Coordination with technical training team
- Coaches and supports Retailers Technicians and Service advisors in all aspects of vehicle of primary and secondary diagnostics.
- To implement new initiatives rollout by NSC/Global Team
- Identify key market issues and input back into the Business to Improve Product Quality & Market Reliability.
Key Interactions
- Local Technical support team, After sales
- Customer Relation Team, Aftersales
- Regional Customer care team, Aftersales
- Training Team, Network
- Regional Aftersales Parts Manager, Aftersales
Knowledge, Skills and Experience
Essential Hard Skills:
- Experience of 3 Years in relevant role
- Experience in end-to-end of 8 to 10 years
- Knowledge of “Technical Diagnosis on vehicle systems”, Diagnostic & measuring equipment’s, certified diagnostic expert
Soft Skills:
- Ability to work independently and proactively
- Good communication and presentation skills.
- Contributes positively as a team player and supports the peers.
- Adapts and communicates across other aligned departments and colleagues.
- Problem solving skills
- Strong interpersonal/communication skills, including ability to manage/lead/support Retailer teams, develop relationships and communicate effectively at all levels.
- Good influencing skills
Personal Profile Essential:
- An individual with a customer first mindset who is easy to do business with and makes people feel special, driven to deliver experiences that are personalised, transparent and dependable.
- Someone who understands what our customers love; they are passionate for delivering solutions
- Someone with integrity & empathy who holds the customer experience above all else, even when it is challenged.
- Someone who embraces a growth mindset; resilient and enthusiastic who responds constructively to new ideas and inputs.
- An individual, who works independently, is results driven, demonstrating tenacity, drive and perseverance with the ability to deliver operational plans in a complex, highly demanding environment.
- A resilient and enthusiastic who responds constructively to new ideas and inputs.
- A good communicator with the ability to communicate complex ideas.
- A effective team player, actively develops and supports team members
Desirable:
- Being creative and have problem solving attitude.
- Be ready to accept challenges beyond responsibilities.
- Can take self-initiatives.
Job Details
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Job Location
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Delhi India
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Company Industry
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Other Business Support Services
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Company Type
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Recruitment Agency
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Employment Type
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Unspecified
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Monthly Salary Range
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Unspecified
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Number of Vacancies
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Unspecified